Attribute Performance and Customer Satisfaction Over Time: Evidence from Two Field Studies

Vikas Mittal, Jerome Katrichis, & Pankaj Kumar. (2001). "Attribute Performance and Customer Satisfaction Over Time: Evidence from Two Field Studies." The Journal of Services Marketing, 2001, 15(4/5): 343-356.

14 Pages Posted: 2 Nov 2013

See all articles by Vikas Mittal

Vikas Mittal

Rice University

Jerome Katrichis

University of Hartford - Barney School of Business

Pankaj Kumar

Cornell University

Date Written: 2001

Abstract

Firms measure the importance of an attribute's performance in determining overall satisfaction to allocate resources to optimize profitability. However, most firms assume that an attribute's importance in determining overall satisfaction is temporally invariant. We report results from two studies showing that the importance of an attribute in determining overall satisfaction varies over time. Interestingly, we find that the relationship between overall satisfaction and behavioral intentions also changes over time. These results have important implications for managing customer satisfaction programs among firms.

Keywords: customer satisfaction, time, service quality

Suggested Citation

Mittal, Vikas and Katrichis, Jerome and Kumar, Pankaj, Attribute Performance and Customer Satisfaction Over Time: Evidence from Two Field Studies (2001). Vikas Mittal, Jerome Katrichis, & Pankaj Kumar. (2001). "Attribute Performance and Customer Satisfaction Over Time: Evidence from Two Field Studies." The Journal of Services Marketing, 2001, 15(4/5): 343-356.. Available at SSRN: https://ssrn.com/abstract=2344878

Vikas Mittal (Contact Author)

Rice University ( email )

6100 South Main Street
250 McNair
Houston, TX 77005-1892
United States

Jerome Katrichis

University of Hartford - Barney School of Business ( email )

200 Bloomfield Ave
West Hartford, CT 06117
United States

Pankaj Kumar

Cornell University

Ithaca, NY 14853
United States

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